Following the introduction of a new computer system, Npower has had a number
of billing issues. Our consumer expert deals with one reader's complaint

I have received no electricity bills for several months from npower and am still getting estimated gas bills even though my meter has been read by one of its engineers.

I am paying more than I should for gas and was told that was OK as it would help pay for my electricity when I do eventually get a bill. I signed up for the dual fuel and have not received the £100 bonus that I should have had months ago. Npower promised this would be dealt with in four weeks, seven weeks ago.

JE, Yorks

Npower has had any amount of problems following the introduction of a new computer system. People, often on tight budgets, have been left waiting anxiously for bills. Six months after you switched to npower, you still had no electricity bill. The £100 was elusive too.

You complained to npower but that approach yielded no result. You wrote to npower complaints, saying: “You will see from the Telegraph cuttings I have sent you that other cases have been dealt with, why not mine?”

After that you contacted this newspaper directly. That was in late November. Details of your plight were sent to npower and an assurance given that the matter would be sorted out shortly. When it wasn’t, I gave npower a deadline of Christmas to resolve this.

It seemed confident that it would meet this. However, despite constant prompting by me, it was not until mid-February that this matter was resolved. You now at last have the £100, several months late, and also a bill for your energy consumption pared down from £744 to £400.

I am told that you moved your power to npower on the very day that the company was switching to a new billing system.

Somehow you were caught in the crossfire between new billing and old billing. Then, instead of your name going on the account, the system simply had “in the name of the occupier”.

Adding to the muddle, rather than having the correct reading from the previous supplier, npower had, it says, an estimated one.

The £100 discount/bonus was also affected in that the anniversary date was messed up by all this. Then the matter went to a specialist team, which meant, I am told, that it took longer to sort out.

All this would seem perhaps well enough but npower is getting far too many complaints, and problems with bills not being produced are too frequent.

Given how I have badgered npower to keep you at the top of the pile, I fear things may be even worse for others.

How to contact our consumer champion

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